A QFD/hoshin approach for service quality deployment: a case study

K.F. Pun · Kwai‐Sang Chin · Henry C.W. Lau

63 citations0/0 files storedManaging Service Quality

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Quality Function Deployment in Product Design Quality and Supply Management Management Systems and Quality Improvement

Abstract

Discusses the quality strategy deployment (QSD) processes, and addresses how service organizations identify customers’ needs in relation to the development of viable strategies and deployment of quality services using the quality function deployment (QFD) and the hoshin kanri techniques. An integrated QFD/hoshin approach is proposed to help develop viable strategies and attain service quality deployment. An implementation case of the approach is presented based on a recent QSD study in a typical engineering service organization – the Manufacturing Engineering Laboratory (MEL) of City University of Hong Kong. Incorporating the findings of the study, this paper sets forth the identification of the voice of customers (VOC), the building of a house of quality (HOQ), and the deployment of organizational strategies. Besides, a generic 13‐step guideline of QSD process is elaborated for assisting service organizations to attain continuous performance improvement. Effective implementation of the QFD/hoshin guideline and monitoring the QSD process must garner organizational support and commitment.

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References

1998Competitive advantage: creating and sustaining superior performance 1990Delivering quality service: balancing customer perceptions and expectations 1995The rise and fall of strategic planning 2018Implanting Strategic Management 1989Exploring Corporate Strategy: Text and Cases 1995Quality Function Deployment: How to Make QFD Work for You 1991The Strategy Concept and Process: A Pragmatic Approach 1998The QFD handbook

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2008Hoshin kanri and hoshin process: A review and literature survey 2008Designing a supply chain management academic curriculum using QFD and benchmarking 2011International business curriculum design: identifying the voice of the customer using QFD 2008Quality function deployment: a comprehensive literature review 2010A new approach for conceptual design of product and maintenance 2017Identification of guidelines for Hoshin Kanri initiatives

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